What are the responsibilities and job description for the Supervisor of Care Coordination position at HeadsUp Healthcare?

Job Description

Supervisory Roles and Responsibilities :

Supervise a team of Care Coordinators, offering mentorship and guidance on policies, procedures and professional communication
Act as the direct point-of-contact for team member inquiries or concerns; respond to and resolve escalated or complex issues
Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
Conduct disciplinary procedures and manage time clock activities, staff schedules and overtime applications
Provide comprehensive training of new staff and ongoing coaching of current staff on intake and appoint setting procedures
Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
Disseminate information and training from senior management and other departments to their direct reports
Interview candidates and adhere to the hiring process to bring on new, qualified staff members to the team

Positional Roles and Responsibilities :

Secure the information necessary for the intake process from phone, fax, email and web-based referrals

Enter applicable referral information promptly and accurately into the EMPIRE system for staffing and claims coordination

Probe when needed to clarify information and request additional information as required

Act as first point of contact for claimant and client for all initial scheduling of medical or dental appointments

Work with providers to schedule appointments for Claimant, and communicate appointment details to all applicable parties

Request, send, receive, and follow up on critical documentation via email and fax

Handle PHI appropriately, adhering to HIPAA regulations and Company standards

Document and save all correspondence and documents to secured company file and appropriate communication diaries

Other duties as assigned

Required skills and abilities :

Experience leading, mentoring and professionally developing their staff

Ability to motivate team to meet and / or exceed targeted metrics

Demonstrate proficiency in our Intake process and Staffing processes

Strong analytical, organizational and time management skills

Demonstrate ability to read chart notes, review letters, provider or payer instructions, write correspondence, and translate complex processes into simple, step-by-step instructions

Demonstrate attention to detail, ability to work in an ever-changing workflow environment

Patience, professionalism, and compassion while handling difficult customers and situations

Analytical ability with adept research skills

Education / Experience

Previous supervisory experience

Advanced level skills in Microsoft Outlook and all MS Office essentials

Workers Compensation Provider Network experience a plus

Contact Center experience a plus

Company Description

HeadsUp Healthcare is patient-first specialty managed care company for injured workers focusing exclusively on above the neck injuries.

We offer a generous benefit package including Medical, Dental and Vision benefits, paid time off, and opportunity for a 401K. We’re looking for talented and professional team members to provide superior customer care.

Company Description

HeadsUp Healthcare is patient-first specialty managed care company for injured workers focusing exclusively on above the neck injuries. We offer a generous benefit package including Medical, Dental and Vision benefits, paid time off, and opportunity for a 401K. We’re looking for talented and professional team members to provide superior customer care.

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